Febie Jane Cafino
Parañaque
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Associate
Accenture
05.2023 - 02.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed and actualized customer service initiatives to decrease wait times.
Sr. Associate Consultant
WNS
07.2022 - 02.2023
- Maintains customer relationship by responding to inquiries; documenting actions.
- Prepares for customer inquiries by studying products, services, and customer service processes.
- Records customer inquiries by documenting inquiry and response in customers’ accounts.
Customer Service Representative -Non Voice
Majorel
02.2021 - 05.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assist customers with queries via Emails/Chats and deal with multiple customers at the same time.
Back Office Agent (Tier 3)
The Results Companies Silver City
01.2013 - 01.2014
- Respond to customer inquiries and requests via email in a timely fashion
- Document all inquires, requests, resolutions, and follow-up tasks
- Perform research to resolve tickets.
Customer Service Representative
The Results Companies Silver City, Ortigas
06.2012 - 01.2013
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Streamlined call center processes for improved efficiency and reduced wait times.
Education
Bachelor of Hotel and Restaurant Management - Hotel And Restaurant
Saint Paul University Dumaguete
Dumaguete City 06.2008 - 03.2012
Skills
Telephone skills
Timeline
Customer Service Associate
Accenture
05.2023 - 02.2024
Sr. Associate Consultant
WNS
07.2022 - 02.2023
Customer Service Representative -Non Voice
Majorel
02.2021 - 05.2022
Back Office Agent (Tier 3)
The Results Companies Silver City
01.2013 - 01.2014
Customer Service Representative
The Results Companies Silver City, Ortigas
06.2012 - 01.2013
Bachelor of Hotel and Restaurant Management - Hotel And Restaurant
Saint Paul University Dumaguete
06.2008 - 03.2012
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